Senior MSP Service Desk Engineer — AI & Automation

RawTech Group Pty Ltd; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Barangaroo office

Career growth opportunities

AI and automation exposure

Job summary

RawTech Group, an Australian MSP, is seeking a Service Desk Engineer to own incidents end to end and balance reactive support with proactive improvements. You’ll work across multiple client environments from our Barangaroo office, providing both remote and on-site support in Sydney.

The role emphasizes root-cause analysis, documentation, and driving service quality while mentoring junior engineers and contributing to AI/automation initiatives within the practice.

Qualifications

• 1–3+ years in an MSP or multi-client environment.
• Advanced troubleshooting across workstation, server and network, with solid fundamentals in IP networking and security.
• Strong hands-on Active Directory, Group Policy and identity management, plus Microsoft 365 administration.

Responsibilities

• Own Level 1 and 2 incidents and service requests end to end, within SLA, across multiple client environments.
• Provide advanced remote support and on-site support at client sites across Sydney metro.
• Mentor junior engineers and coach them so the same ticket doesn’t come back.
• Perform root cause analysis and problem management, closing recurring issues out permanently.
• Assist with onboarding new clients, including environment reviews and standardisation.
• Design, implement and support MSP-aligned solutions.
• Maintain documentation other engineers actually use, and work with the Team Leader on service improvement.

Skills

Advanced troubleshooting

Active Directory

Microsoft 365

Networking fundamentals

Security basics

Documentation habits

SLA management

Client communication

On-site support

Education

Bachelor’s Degree in IT or CS

Microsoft certifications

ITIL Foundation

Tools

Hyper-V

VMware

Jamf

Halo PSA

Azure

Job description

RawTech Group, an Australian MSP, is seeking a Service Desk Engineer to own incidents end to end and balance reactive support with proactive improvements. You’ll work across multiple client environments from our Barangaroo office, providing both remote and on-site support in Sydney.

The role emphasizes root-cause analysis, documentation, and driving service quality while mentoring junior engineers and contributing to AI/automation initiatives within the practice.